Operations Client Services Executive
4 weeks ago
As the Service Management Executive, you will be reporting directly into the Service & Incident Management Senior Manager. The Service Management team forms part of the wider Service & Incident Management Team.
Service Management will act as the face and voice of the client internally within the operations team, whilst also being the voice of operations to the Front Office.
You will be responsible for supporting the oversight of the Service Management Framework for Operations and proactively coordinating and communicating the resolution of Operations Service related issues.
RESPONSIBILITIES
- Accept, manage and facilitate resolution of Operations Service Management issues raised by Key Stakeholders.
- Co-ordinate the resolution of service issues where it requires multiple teams input and then drive continuous improvements in Service off the back of these cases.
- Provide updates and alerts to stakeholders on known issues, planned service changes or other Service Management changes.
- Produce Service Management Dashboards.
- Provide insight and identify training opportunities to Front Line and other teams to improve the engagement with operations.
- Hold regular meetings with Key Stakeholders to discuss Service Management SLAs/KPIs, trends and queries.
- Support the definition and delivery of projects into operations that improve the service management outcomes. Consider client service and SLA impact when new projects are implemented.
- Collaboratively work alongside the Incident Management Team to identify/support root cause analysis and remediation of issues, incidents and escalation.
- Engage with IT and FOS, where necessary, to support the resolution of service issues (single help desk concept, using a single tool to track).
- Support the service owners with their establishment of Service Management standards within Operations, driving forward best practice.
- Maintain the Calendar of Events (e.g. tax year-end, tax pack schedules, reporting schedules, ISA season, etc.) and provide Stakeholders with timely reminders.
- Ensure that all processes used by the Service Management Team are thoroughly documented, consistently audited, and regularly improved.
- Ad hoc project/processes, as define by your line manager
The role will require regular interaction with Front Office, Operations and other stakeholders.
WE WOULD LOVE TO HEAR FROM YOU IF:
- Previous experience of operational processes in wealth manager or private client asset management.
- Strong relationship management and stakeholder management skills.
- Able to challenge current processes within the operations area and provide solutions and efficiencies.
- Experience in holding client service review meeting’s and have a working knowledge and understanding of the best practices for Service Management.
- Strong communication skills (written, verbal, oral, informal, formal), including the ability to be influential and persuasive with key stakeholders.
- Team player willing to respond to varied requests.
- Accuracy and attention to detail.
- Ability to work unsupervised at times.
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